- Own the end-to-end post-sale customer experience as the primary point of contact for electric utility customers and partners.
- Drive platform engagement and help customers realize ongoing ROI that supports renewal and long-term retention.
- Identify expansion opportunities using product adoption, usage data, and customer outcomes, and partner with Sales to develop them.
- Advocate for customer needs internally to influence product direction and roadmap priorities.
- Identify at-risk customers and lead efforts to get them back on track.
- Organize training, product deep dives, and enablement for customers.
- Maintain accurate account health, engagement, and adoption data in Salesforce and customer success tooling.
- Build and document Customer Success processes, playbooks, and success metrics as the function scales.
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